In hospitality industry every guest should be treated as a VIP because the guests are the reason for the company’s success and over all existence. Alt-hough good customer service is important in every business, hospitality industry differs from them because the product in fact consists of services. It is impera-tive to treat all guests with respect and provide personalized services in order to keep the guests coming back. Even though all guests need to receive excellent service, for some of the guests the hotel needs to utilize all possible resources to meet with the guests’ needs and expectations. This group of guests naturally consists of the guests who have a long history with the company for instance through a loyalty program and guests who provide the company with significant financial investment. According to a Baltimore Marriott Waterfront Front Office Manager Karl Heinz a VIP is someone who spends, or has the potential to spend, a lot of time and money in a property. The upper 6% of US society is known as the affluent, which means a combined household income of over $100,000 a year. Virtually all wealthy people travel (Mann 1993, 54). Almost 50% spend more than 20 nights a year in hotels and spend $500 to $2,000 per couple per night (Mann 1993, 54). The very important people at the Waterfront property consist of the Platinum Elite Members and VIP groups 1, 2 and 3 in-cluding group contacts, meeting planners, high profile individuals, high profile Marriott employees, TV and movie production crews, sports celebrities and in-ternational diplomats. The VIPs want the “finest facilities and amenities, per-sonal attention, responsiveness, sparkling bathrooms, good china, elegant lin-ens, superb table appointments, and to be surrounded by other affluent people. Given all that, they will gladly pay for it” (Mann 1993, 54).